IT Support

Core Responsibilities

The role can be broken down into three main areas: Reactive (fixing what’s broken), Proactive (preventing issues), and Administrative (managing assets).

1. Incident Management (Troubleshooting)

• Hardware: Diagnosing and repairing issues with desktops, laptops, printers, mobile devices, servers, and peripherals.
• Software: Installing, updating, and troubleshooting operating systems (Windows, macOS, Linux) and business applications (Microsoft 365, Adobe, CRM software).
• Networking: Troubleshooting connectivity issues, VPN access, Wi-Fi signals, and basic router/switch configurations.
• Account Management: Resetting passwords, unlocking accounts, and managing user permissions in Active Directory or Azure AD.

2. Customer Service & Communication

• Ticketing System: Managing a queue of support tickets, prioritizing issues based on urgency (e.g., a single forgotten password vs. a whole office unable to work).
• Remote & Desk-side Support: Assisting users via phone, chat, remote desktop tools, or in person.
• Documentation: Creating user guides (wikis) and documenting solutions in a knowledge base to reduce repeat issues.

3. System Administration & Maintenance

• Onboarding/Offboarding: Setting up new employee accounts and equipment (laptops, monitors, badges) and deactivating accounts for departing staff.
• Asset Management: Tracking inventory of hardware and software licenses to ensure compliance.
• Security: Ensuring endpoints meet security standards (installing antivirus, applying patches, enforcing multi-factor authentication).

Required Skills

IT Support requires a hybrid of technical hard skills and soft skills.

Technical:

• Operating Systems: Proficiency in Windows 10/11 and macOS; familiarity with Linux is a plus.
• Active Directory: Managing users, groups, and organizational units.
• Microsoft 365 / Google Workspace: Administering email, SharePoint/Drive, and Teams.
• Networking Fundamentals: Understanding of DNS, DHCP, TCP/IP, and basic firewall concepts.
• Hardware: Ability to replace RAM, hard drives, and troubleshoot physical failures.

Soft Skills (Often more important than technical skills):

• Patience: Users are often frustrated; the ability to remain calm is critical.
• Communication: Translating technical jargon into plain English so non-technical users understand the solution.
• Problem Solving: The ability to search for answers (Google-fu) and think logically through layers of the OSI model to isolate faults.
• Empathy: Understanding that a "broken computer" is preventing someone from doing their job.

Job Types: Full-time, Part-time

Pay: RO9,000.000 - RO15,000.000 per year

Expected hours: 40.0 per week

Work Location: In person